From Attendant to Supervisor:
Introducing Phajo Dema, our esteemed Housekeeping Supervisor at Hotel Kaachi Grand, boasting a wealth of experience spanning over a decade in the field. Beyond her professional prowess, Phajo's life shines with the radiance of motherhood, as she lovingly tends to her two sons and a daughter.
Phajo’s journey is an awe-inspiring testament to unwavering determination and resilience. Having completed her education at Paro’s Kinga Higher Secondary School, she encountered financial challenges that paved the way for her humble beginnings as a housekeeping attendant at COMO Uma Paro. Little did she realize that this modest start would mark the inception of her extraordinary odyssey in the world of hospitality.
Her story is a wellspring of inspiration, underscoring the fact that women can not only pursue but also excel in their chosen careers. Phajo Dema’s unwavering commitment to her profession, coupled with her remarkable ability to balance the demands of work and family life, is truly commendable. Her journey serves as a guiding light and a source of motivation, particularly for aspiring women in the dynamic hospitality sector and beyond.
One of the most captivating aspects of Phajo’s work is her genuine passion for it. She approaches her responsibilities wholeheartedly, ensuring that a guest’s room is allocated only when it meets her exacting standards of satisfaction. With the guest at the very heart of her work, she has mastered the art of delivering an exceptional experience.
Can you share a brief overview of your journey in the housekeeping field and how you got started?
Certainly, I’d be happy to share a glimpse of my journey in the housekeeping field and what inspired me to become a housekeeping supervisor.
My journey in housekeeping began with humble beginnings. I started my career as a housekeeping attendant, and my first task was to clean the back office. It was a challenging initiation that lasted for around three months. However, it provided me with a valuable foundation in terms of cleanliness standards and attention to detail.
After those initial months, I gradually moved on to cleaning public areas, which presented its own set of challenges and learning opportunities. This phase lasted for approximately six months. It was here that I honed my skills in maintaining the cleanliness and ambiance of spaces that were accessible to all guests.
The real turning point in my career came when I transitioned to cleaning guest rooms and villas, a responsibility I would carry for nearly nine years. This period was undoubtedly demanding, but it was also incredibly rewarding. I learned not only the art of impeccable room presentation but also the importance of creating a welcoming and comfortable environment for our guests.
Reflecting on those early days, I realize that it wasn’t an easy journey, but it was a journey that taught me invaluable lessons and shaped me into the professional I am today. It taught me the significance of hard work, dedication, and an unwavering commitment to excellence in the hospitality industry.
As for what motivates me to be a housekeeping supervisor, I find immense fulfillment in ensuring that every guest’s stay is memorable and enjoyable. I take pride in the cleanliness and orderliness of our hotel, and my role allows me to contribute significantly to our guests’ overall experience. It’s deeply rewarding to see the impact of our efforts when guests express their satisfaction and appreciation.
How do you prioritize and delegate tasks to your team to ensure efficient and effective cleaning and maintenance operations?
In managing our housekeeping team for efficient and effective cleaning and maintenance operations, I employ a systematic approach. Firstly, I assess the daily requirements by considering factors like occupancy and guest arrivals and departures. This assessment helps me allocate tasks accordingly. Clear communication is vital, and I hold daily meetings to discuss responsibilities, special requests, and any unforeseen challenges. Prioritization is based on urgency and importance, ensuring that tasks like guest room cleaning and high-traffic areas receive immediate attention. I also emphasize cross-training to enhance versatility within the team, which proves invaluable during workload fluctuations or emergencies. Quality control is another cornerstone of our operations; I regularly conduct spot-checks to maintain our high standards.
By maintaining open communication, flexibility, and a strong commitment to excellence, we consistently deliver exceptional service to our guests.
Can you tell us about a particularly challenging situation you've encountered in your career and how you handled it? sacrificing meal time , missed your bus timing , extra hour to added up, making sure the guest feels home.
One of the most challenging situations I’ve encountered in my career involved a sudden surge in guest arrivals during a peak season. Our housekeeping team was already working tirelessly to ensure rooms were spotless for check-ins, but the unexpected influx of guests posed a significant challenge. Each member of our team had to make sacrifices, such as missing meal times and buses, and working extra hours to accommodate everyone.
In such a high-stress situation, effective teamwork and communication were paramount. We divided tasks, prioritized rooms, and ensured that each guest was welcomed with the same warmth and care that defines our hotel’s hospitality. Despite the challenges and sacrifices, the dedication and resilience of our housekeeping team prevailed, and we successfully managed the situation. It was a valuable lesson in adaptability, teamwork, and going above and beyond to ensure that every guest feels at home.
How do you handle guest feedback or complaints related to housekeeping, and what steps do you take to address and prevent such issues?
Handling guest feedback or complaints related to housekeeping is a crucial aspect of our service. First and foremost, I approach guest feedback with a proactive and empathetic mindset. We encourage guests to share their concerns, whether positive or negative, as it helps us improve. When a complaint arises, I personally meet with the guest to listen to their concerns attentively and assure them that we take their feedback seriously. We address the issue promptly, whether it’s a cleanliness concern or any other matter, and take immediate corrective action.
Furthermore, we use these instances as learning opportunities. I conduct thorough reviews with the housekeeping team to understand the root cause and implement preventive measures to ensure such issues don’t recur. Continuous training and quality control are vital in maintaining our high standards, and we aim to exceed guest expectations in every possible way. Ultimately, our goal is to turn any negative feedback into an opportunity to showcase our commitment to guest satisfaction and the quality of our housekeeping services.
Can you share some of the most rewarding moments or achievements in your journey as a housekeeping supervisor?
One of the most rewarding moments in my journey as a housekeeping supervisor has been witnessing the growth and development of my team members. It’s incredibly gratifying to see individuals who started as housekeeping attendants under my supervision evolve into skilled professionals who take pride in their work. Another deeply satisfying aspect of my role is the positive feedback we receive from guests about the cleanliness and comfort of their rooms. Knowing that our efforts directly contribute to enhancing the guest experience is truly fulfilling. Moreover, being recognized for maintaining consistently high standards of cleanliness and receiving accolades from both guests and management has been a source of immense pride.The ability to lead a dedicated team, create a welcoming environment for guests, and contribute to our hotel’s success has made my journey as a housekeeping supervisor incredibly rewarding and fulfilling.
Who is one person who has been exceptionally inspiring in your career, and what qualities or actions about them have left a lasting impact on you?
One person who has been exceptionally inspiring in my career is Ms. Tshering Dema, the Housekeeping Manager at UMA, Paro. She has been not only my mentor but also a remarkable role model throughout my journey. What truly stands out about her is her unwavering dedication to excellence and her ability to lead by example. Ms. Tshering Dema has a remarkable eye for detail and a commitment to maintaining the highest standards of cleanliness. Her patience, guidance, and the way she has groomed me have been instrumental in my growth as a housekeeping supervisor. Her leadership style, characterized by empathy and a strong work ethic, has left an indelible mark on me, and I am immensely grateful for her mentorship and the inspiration she continues to provide in my career.
I am truly delighted to have joined the Hotel Kaachi Grand team. It’s been approximately four months since I started, and I must say there’s a vast landscape of knowledge and improvement awaiting me here. Unlike my previous job, which I found comfortable, joining a new startup, especially one as premier as this, has been quite challenging. Every effort I make here feels like a valuable contribution, and that’s incredibly motivating.
One of the standout aspects of Hotel Kaachi Grand is its youthful and dynamic management team. While they may be young in age, their leadership skills are nothing short of brilliant. They actively seek suggestions and feedback and are quick to implement positive changes, fostering an environment of growth and innovation.
What I truly appreciate is the sense of unity within the organization. Here, everyone is treated as a part of one big family, and every voice, regardless of position, is heard and valued. This inclusive culture creates a harmonious work environment where collaboration thrives.
Lastly, the work shifting system at the hotel has been remarkably convenient for me. It allows me to strike a balance between my professional commitments and family life, a balance that’s often hard to find in the hospitality industry. Overall, my journey at Hotel Kaachi Grand has been both challenging and rewarding, and I look forward to contributing even more to our shared success.
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